Overview:
Competencies and Skills Required
Job Overview
The Real-Time Analyst (RTA) is responsible for managing and monitoring real-time resource allocation in our contact center to meet forecasted call volumes while ensuring service level goals and efficiency targets. This role involves live monitoring, data analysis, and proactive problem-solving to optimize workforce efficiency and client satisfaction. Additionally, the role will evolve to incorporate Workforce Management (WFM) attributes, contributing to the broader planning and delivery lifecycle.
Qualifications:
Qualifications and Experience
- Minimum 18 months of tenure as an RTA (essential).
- Experience within a BPO (essential).
- Experience in workforce management or real-time monitoring within a contact center environment.
- Matric equivalent qualification (essential).
- Proven experience with tools like IEX, Aspect, Calabrio, or similar platforms (preferred).
- Strong analytical and organizational skills with the ability to multitask.
Key Responsibilities
- Real-Time Monitoring and Management (Skill changing in real-time)
- Monitor intraday service levels across all contact channels (voice, email, chat, and social media).
- Ensure real-time adherence to schedules and make necessary adjustments to meet service level agreements (SLAs).
- Proactively identify and mitigate potential disruptions in workforce allocation.
- Analysis and Reporting
- Analyze account KPIs and real-time data to identify trends, efficiency opportunities, and improvement areas.
- Prepare and deliver daily, biweekly, and monthly performance reports.
- Conduct root-cause analyses to explain forecast variances and recommend actionable improvements.
- Operational Collaboration
- Work closely with operations teams to refine delivery processes and address real-time challenges.
- Recommend and coordinate schedule changes to optimize resource allocation.
- Act as the point of contact for real-time decision-making and resolution of workforce management challenges.
- Stakeholder Engagement
- Present insights, performance stories, and interval-level impacts effectively to stakeholders.
- Ensure reports are accurate, reliable, and aligned with the needs of internal and external stakeholders.
Competencies and Skills Required
- Technical Skills
- Proficiency in real-time monitoring tools like IEX, Aspect, Calabrio, or other omnichannel contact center solutions.
- Basic to intermediate Excel skills (pivot tables, data analysis).
- Familiarity with forecasting and workforce management software is a strong asset.
- Analytical and Problem-Solving Abilities
- Strong analytical skills to interpret data and drive decision-making.
- Attention to detail with the ability to identify patterns and trends in real-time data.
- Communication and Collaboration
- Effective verbal and written communication skills to interact with all levels of the organization.
- Ability to communicate technical insights in a clear and concise manner.
- Strong stakeholder management skills with a proactive approach to relationship building.
- Behavioral Attributes
- Organized, adaptable, and capable of working under pressure.
- Self-motivated with excellent time management skills and the ability to work independently.
- Resilient and resourceful, with a positive attitude toward challenges and changes.